Automation and AI are hot topics in many industries right now and hospitality is no exception. And yes, a robot delivering towels is a fun novelty. But should you really intend to automate every part of your guest’s stay?
By definition, hospitality businesses strive to welcome their guests and create a personalized experience. That can’t be fully handed over to a robot.
So then, what tasks can you automate in your hotel and how do you do it? And where should you keep the human touch to ensure you treat all guests as unique individuals?
There’s one important aspect to understand before you get started with automation at your hotel: every property is different and will need varying levels of automation. Just because something works for your competitor doesn’t mean it’ll work for you as well. Also, the level and type of service your property offers determines which tasks you can automate in your various departments.
Find the areas where you could benefit most from automation by answering the following questions:
Let’s look at an example to illustrate how two different properties may use this approach.
A downtown business hotel can use online check-in to save business guests time on arrival. They appreciate that because they get to their room faster where they can rest or get to work. This saves the front desk team time as well, which is especially useful on high-turnover days.
In the evening, the hotel’s direct guest communication tool allows for easy, hassle-free room service breakfast pre-orders. This is great for both guests and staff because nobody has to make extra phone calls or deal with doorknob forms.
At a five-star island resort automation will look different. No automated check-in is needed here since the in-person welcome is part of the overall experience. However, the hotel could send an automated pre-arrival message providing information about the surrounding area or offering extra services (e.g., a romantic set-up in the room). This boosts anticipation among travelers and gets them more excited for their trip.
While guests are in-house, a direct communication tool allows the hotel to ensure they get highly personalized and attentive service. It also gives the team a chance to immediately address issues and make up for mistakes.
Many hoteliers object to automation because they fear their service will lose its personal touch. And yes, if you blindly overdo it, that could happen. But with the right tools and approach automation can enhance your staff’s ability to offer excellent service. The most important thing is to always keep your guest’s interest at heart when you implement automation to streamline operations.
Automating time-consuming tasks will often have a positive impact on the service your team provides. Below are a few ideas to get you started.
In hospitality, there will always be some things that require your staff’s personal attention. Use the time you save through automation to pay more attention to the activities below.
The moral of the story is to automate tedious, manual jobs to save time. Reinvest this time into offering more personalized service and customizing every guest’s experience as much as you can.
As you see, automation in hospitality is not an either-or scenario. Instead, you need to find the right balance for your hotel and guests.
Are you ready to increase your revenue and build lasting guest relationships? Take the first step today.
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